"You care about making a positive impact in the world. You understand greatness requires thinking differently. An inclusive and accepting work setting is important to you.

A job at IKEA is so much more than home furnishings. Together, we work to make a better everyday life for the many. It's the perfect fit if you want to contribute, grow, and share. Join the team and start a better life for yourself."

- Location

Bengaluru

- Employment type

Full Time Permanent

- Department Finance, Accounting & Tax

- Deadline 2026-08-24

Candidate profile (title) Who you are Candidate profile (text) - Default language Lead and manage the Business Support team for Finance and Procurement by ensuring efficient, high quality 2nd level support, strong SLA/ KPI performance, well documented processes and effective collaboration with OSS, country stakeholders and process teams to enable resilient, user friendly finance operations.

Drive continuous improvement with a strong focus on the 3 E’s (Efficiency, Experience and Effectiveness).

What we're looking for

- University degree and 3+ years of relevant experience, or a minimum of 7 years of overall professional experience, in P2P, O2C and/or R2R processes. Experience across more than one process stream and practical experience with SAP/S4HANA are preferred.
- Minimum 2 years of managerial experience

Key responsibilities (title) A day in your life with us Key responsibilities (text) • Lead, coach and develop the Business Support Specialists, fostering a culture of ownership, accountability and continuous improvement.
- Act as the primary escalation point for operational issues impacting Finance & Procurement services across supported countries.
- Oversee day to day operations of the Business Support team across Finance and Procurement functions, ensuring service consistency, operational efficiency and a user friendly experience for all stakeholders.




- Ensure timely, accurate and high quality case resolution by managing helpdesk performance in alignment with defined SLAs, KPIs, case management standards and service performance metrics for both country and OSS stakeholders.
- Monitor operational performance, identify trends and convert insights into actionable improvements that enhance service delivery and user experience.
- Drive governance through regular performance reviews, dashboards, service reporting and operational reviews with key stakeholders.
- Strengthen operational communication and stakeholder engagement by providing timely updates, visibility and support on key initiatives.
- Work closely with OSS Finance & Procurement teams, Group F&P; CoE, IBM CoEs, and country level business stakeholders to align support processes with business needs and drive cross functional improvements.
- Ensure all business support processes, procedures and knowledge base content are clearly documented, regularly maintained and easily accessible to enable consistency, compliance, operational resilience and new hire onboarding.
- Drive root cause analysis of recurring issues in OSS service delivery, implement long term corrective actions and continuously improve support processes, operational performance and stakeholder satisfaction.

Business Support specific responsibilities
- Own day-to-day Business Support operations and ensure consistent service delivery across all supported countries.
- Establish and monitor SLAs, KPIs,



case management standards and service performance metrics ensuring delivery of 3 Es
- Ensure effective case management, issue resolution, escalation handling and proactive support monitoring.
- Expand and strengthen operational monitoring practices to identify risks before they impact business operations.
- Drive trend analysis and operational reporting to proactively identify opportunities for improvement.
- Convert recurring operational issues into structured continuous improvement initiatives.
- Collaborate with Knowledge Specialists to ensure support learnings are reflected in documentation, training materials and knowledge articles.
- Enable increased self-service adoption by promoting knowledge utilization and digital support solutions.
- Contribute to the future-state vision of predictive, insight-driven support through data, analytics and operational intelligence.
- Build team capability and succession readiness through coaching, knowledge sharing and development planning.

Why you will love us

From the deep forests in Sweden, we have spread our culture and values around the world. At the heart of our offer are our beautiful home-furnishing products and solutions, made with care for our planet, reaching millions of customers. At the heart of our business, are our wonderful co-workers representing diversity in all dimensions and passionate for life at home. We all contribute with our uniqueness and we want to grow and develop together.

Our vision, “to create a better everyday life for the many people” inspires and guides us in everything we do. This is IKEA.

What we all have in common

- Living our values
- Being your unique self, while respecting and including others
- A passion for home furnishing
- Performing & delivering while learning & developing
- Having fun!

📌 Finance & Procurement Business Support Team Leader (Bengaluru)
🏢 Ikea
📍 Bengaluru